Customer Service Manager

Certified Power•Minneapolis, MN

50d•Onsite

About The Position

Certified Power is a leader in the engineering, manufacturing and distribution of hydraulic systems and controls for the mobile and industrial OEM markets. The Customer Service Manager will directly supervise all day-to-day operations of the customer service team. This role will provide leadership and guidance for the team through changes to the business landscape and business processes. The Customer Service Manager will drive for total customer satisfaction and transparent communication with both internal and external stakeholders. Contributes to a positive working culture, builds strong relationships, and lives out the values of integrity, collaboration, and accountability.

Requirements

Excellent verbal, written communication, and organizational skills
Self-direction to work independently or within a team environment
Ability to lead a team both as manager and peer
Build and maintain strong relationships across all levels of the organization
Ability to meet project deadlines with a focus on details
Accountable to achieve assigned goals
Actively participate as a member of cross-functional teams
Highly organized and able to manage multiple tasks at a time
Bachelor/4-year degree preferred
5 years’ experience in a manufacturing environment
5 years’ experience working with formal ERP system (Epicor, SAP, Infor, Oracle, etc.)
3 years’ experience in customer service-related role
3-5 years’ experience supervising and leading a team of people
Strong personal presence and comfortable presenting to others
Experienced with Microsoft Office products including Word, Excel, PowerPoint, and Outlook

Nice To Haves

Experience working with CRM (preferred)

Responsibilities

Manage daily operations of customer service department
Develop and monitor metrics to measure effectiveness of customer service department and identify opportunities for improvement
Collaborate with other departments to develop efficient processes and address improvement opportunities
Provide training to team members and develop training materials including work instructions and procedures to document processes in accordance with ISO9001
Responsible for identifying and executing continuous improvement activities to streamline the customer service department focused around providing the best experience possible for our customers
Administer performance management through regular employee meetings, annual performance reviews, and employee coaching
Develop employees for growth and improvement, fostering an environment of personal and professional growth
Manage and develop relationships with key contacts at customers not limited to but including buyers, planners, and engineers
Promote effective communication with customers, both internally and externally related to all business aspects
Provide working customer service support such as preparing quotes, entering sales orders, monitoring orders, and processing customer requests
Responsible for providing support to Regional Sales Managers in quoting, reporting, and identifying parts
Manage the customer forecasting process to facilitate production planning and purchasing in advance of customer demands
Empowered to make decisions on minor schedule and order changes to provide the best service to the customer
Monitoring profit margins for sales orders by utilizing Price Inquiry tool, Quoting Matrix, part specific quotes, and other reporting tools
Work with Planning to confirm status of jobs and delivery timeline. Communicate any delivery changes to customer in advance
Understand product lines and technical aspects of individual products as they apply to customer applications
Responsible for creating and maintaining various reports that track progress and trends regarding sales activity, account status, and projects as requested by customers or management
Interact effectively with internal departments, including purchasing, engineering, operations, shipping/receiving, quality, accounting, and sales
Maintains regular and predictable attendance
Performs other duties as assigned
An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.